Head of BPO Partnerships & Performance

Blink Health; New York (NY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Blink Health in New York, NY seeks an experienced Partner Manager for Outsourced Customer Service to lead BPO partnerships and drive performance excellence. You will manage external relationships, influence internal stakeholders, and shape long-term network strategy in a fast-growing healthcare tech environment.

The role requires 7+ years in BPO account management, strong negotiation skills, and the ability to travel up to 50% as needed. In-office presence 4 days a week is expected.

Qualifications

• Bachelor's degree or equivalent working experience.
• Experience in the healthcare industry is a plus.
• 7+ years of experience as Partner Manager for Outsourced Customer Service or within a BPO organization.
• Demonstrated expertise in BPO account management, contact center KPIs, and vendor performance frameworks.
• Excellent stakeholder management and relationship-building abilities, coupled with strong written and verbal communication skills.
• Skilled at negotiating high-impact agreements in fast-paced, high-growth environments.
• A proven ability to navigate ambiguous situations and drive resolution, along with experience managing complex, cross-functional initiatives.
• Strong analytical skills
• Ability to travel as needed up to 50% of the time.

Responsibilities

• Own the day-to-day and strategic management of BPO partnerships, serving as the primary point of contact and accountability for partner performance and relationship health.
• Manage relationships and alignment with key internal stakeholders across the organization, influencing priorities and business and/or technology direction to support partner success.
• Play a key role in defining the long-term network strategy, including partner selection, tiering, and capacity planning.
• Review and drive execution of vendor contracts with a focus on commercial terms: pricing, payment terms, volume commitments, SLAs, rebates, and penalties; liaise with Legal in the execution and renewal of agreements.
• Negotiate high-impact agreements and contract amendments in fast-paced, high-growth environments, balancing speed with commercial rigor.
• Benchmark and facilitate best practices across the partner network; analyze and monitor compliance, and drive improvements through structured reporting and recommendations.
• Deep dive into operational inefficiencies; identify root causes and drive improvement through scalable mechanisms and corrective action plans.
• Triage partner issues, owning resolution end-to-end including root cause analysis, corrective action planning, and stakeholder communication.
• Identify, develop, and optimize internal processes, playbooks, and tools that strengthen vendor oversight and accountability.

Skills

Vendor management

KPIs

Stakeholder management

Contract negotiation

BPO account management

Data analysis

Education

Bachelor's degree or equivalent

Job description

Blink Health in New York, NY seeks an experienced Partner Manager for Outsourced Customer Service to lead BPO partnerships and drive performance excellence. You will manage external relationships, influence internal stakeholders, and shape long-term network strategy in a fast-growing healthcare tech environment.

The role requires 7+ years in BPO account management, strong negotiation skills, and the ability to travel up to 50% as needed. In-office presence 4 days a week is expected.